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| NICE INTERACTION ANALYTICS FEATURED ON COMCAST CN8, NPR, AND IN THE WALL STREET JOURNAL AND THE WASHINGTON POST |
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NICE was the focus of stories in several major media outlets recently, including NPR (National Public Radio), Comcast, The Wall Street Journal and The Washington Post.
- NICE Perform™ Featured on Comcast CN8 “Money Matters Today” Segment – Comcast CN8 took NICE System’s NICE Perform™ for a test drive in this segment that also featured an interview with NICE Systems’ VP of Global Marketing, Eyal Danon. Are customer service reps playing solitaire or checking their horoscopes when they should be handling customer calls? And, what really makes customers madder than mad? NICE Perform provides answers to these age old customer service questions. This CN8 segment describes how NICE’s emotion detection takes a baseline of the caller’s emotional state during the first 10 to 15 seconds of the call and then looks for deviations in the caller’s tone, tempo, pitch, rhythm, flow and cadence as the call progresses – to detect changes in the caller’s emotional state that could signal rising frustration. Eyal says that customers who once felt ignored can hold out hope that companies are finally listening.
“Companies can now get an emotional read on their customers,” said Eyal. “Do they love you? Do they hate you? What are they thinking?”
CLICK HERE
to view the Comcast CN8 news story.
- Spotting Irate Customers with 'Emotion Detection' – NICE was the focus of National Public Radio’s (NPR’s) November 7th “Day to Day” segment. The story explored how NICE’s interaction analytics helps companies get to the root causes of customer dissatisfaction and broader business issues by capturing and analyzing customer calls. Key words spoken by callers and heightened emotion levels during a call can signal customer malcontent. CLICK HERE to access the NPR web site and then click on the “Listen” link to hear the full NPR report.
- If You Want to Scream, Press…(Do call centers have to be so infuriating?) – NICE was also featured in a recent article in The Wall Street Journal (October 30, 2006 edition). Companies are employing outsourced call centers in increasing numbers to cut costs. In fact, off-shore call centers are cropping up in every corner of the world. But while keeping costs low is a big priority, these centers also face competitive pressures that require them to focus on service too. This Wall Street Journal article highlights some of the tools and techniques that outsourced centers are using to improve service, including NICE Perform’s interaction analytics that tracks and identifies emotionally-charged calls. NICE’s Eyal Danon says that NICE interaction analytics is currently being used by about 150 companies. CLICK HERE to read The Wall Street Journal article.
- What Customers Say And How They Say It – Call Centers Using ‘Emotion Detection’ – NICE’s interaction analytics also recently got some press in The Washington Post’s business section (October 18, 2006). This article highlights the huge investments that companies are making in the emerging technology of interaction analytics, citing a Forrester Research estimate that annual sales of ‘speech analytics’ and ‘emotion detection’ technology has topped $400 million and continues to grow. The story also profiles various companies, such as FedEx and Wisconsin Physician Service (both NICE customers) that are using this technology to cull insight from their captured interactions.
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